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Fujitsu: Merging Augmented Reality and Service Management to Industrialize Field Services

An Intellyx Brain Candy Brief

Providing effective field services is getting harder for enterprise organizations in an increasingly complex world. Organizations must now deal with a vast range of technologies that demand specialized skills across geographical regions. This increased complexity slows the resolution of incidents as organizations struggle to quickly deploy appropriate resources with the necessary knowledge and expertise.

Fujitsu demonstrated a novel solution to this problem at this year’s Knowledge17 conference. Using predictive analytics, close integration with ServiceNow and their Augmented Reality visor, Fujitsu can automatically identify an impending failure, generate a request in ServiceNow, assign an engineer based on geographical location and expertise and then provide both ticket information and repair guidance to the engineer via their augmented reality visor.

Borrowing heavily from proven industrial applications of these technologies and approaches, Fujitsu believes that this approach can proactively eliminate incidents, reduce incident recovery time, increase engineer utilization and provide better employee performance metrics.

Copyright © Intellyx LLC. Intellyx publishes the Agile Digital Transformation Roadmap poster, advises companies on their digital transformation initiatives, and helps vendors communicate their agility stories. As of the time of writing, AppDynamics, Dynatrace, and VMware are Intellyx customers. None of the other organizations mentioned in this article are Intellyx customers. To be considered for a Brain Candy article, email us at [email protected].

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More Stories By Jason Bloomberg

Jason Bloomberg is the leading expert on architecting agility for the enterprise. As president of Intellyx, Mr. Bloomberg brings his years of thought leadership in the areas of Cloud Computing, Enterprise Architecture, and Service-Oriented Architecture to a global clientele of business executives, architects, software vendors, and Cloud service providers looking to achieve technology-enabled business agility across their organizations and for their customers. His latest book, The Agile Architecture Revolution (John Wiley & Sons, 2013), sets the stage for Mr. Bloomberg’s groundbreaking Agile Architecture vision.

Mr. Bloomberg is perhaps best known for his twelve years at ZapThink, where he created and delivered the Licensed ZapThink Architect (LZA) SOA course and associated credential, certifying over 1,700 professionals worldwide. He is one of the original Managing Partners of ZapThink LLC, the leading SOA advisory and analysis firm, which was acquired by Dovel Technologies in 2011. He now runs the successor to the LZA program, the Bloomberg Agile Architecture Course, around the world.

Mr. Bloomberg is a frequent conference speaker and prolific writer. He has published over 500 articles, spoken at over 300 conferences, Webinars, and other events, and has been quoted in the press over 1,400 times as the leading expert on agile approaches to architecture in the enterprise.

Mr. Bloomberg’s previous book, Service Orient or Be Doomed! How Service Orientation Will Change Your Business (John Wiley & Sons, 2006, coauthored with Ron Schmelzer), is recognized as the leading business book on Service Orientation. He also co-authored the books XML and Web Services Unleashed (SAMS Publishing, 2002), and Web Page Scripting Techniques (Hayden Books, 1996).

Prior to ZapThink, Mr. Bloomberg built a diverse background in eBusiness technology management and industry analysis, including serving as a senior analyst in IDC’s eBusiness Advisory group, as well as holding eBusiness management positions at USWeb/CKS (later marchFIRST) and WaveBend Solutions (now Hitachi Consulting).

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